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Service Advisor III

1 month ago

Lake Forest, California, United States Rivian Full time
About Rivian

Rivian is a pioneering company that's redefining the electric vehicle industry. Our mission is to keep the world adventurous forever, and we're looking for talented individuals to join our team.

Job Summary

We're seeking a highly skilled Service Advisor to join our team at Rivian. As a Service Advisor, you'll be responsible for delivering exceptional customer experiences at our service locations. You'll work closely with our customers, Operations, Call Center, Retail, and Marketing teams to ensure seamless service delivery.

Key Responsibilities
  • Promote a culture of continuous improvement and excellence within the Service team.
  • Act as a liaison between customers and the Service team, ensuring that customer needs are met and exceeded.
  • Utilize strong communication and problem-solving skills to resolve customer concerns and issues.
  • Work collaboratively with the Service team to develop and implement process improvements.
  • Provide exceptional customer service, ensuring that every interaction is positive and memorable.
  • Translate customer-reported service-related problems into actionable work orders for technicians to complete.
  • Perform daily record keeping and maintain accurate records of customer interactions.
  • Communicate estimated completion times, regular updates, and follow through on each customer vehicle.
  • Inspect vehicles before delivery to ensure that services and/or repairs are performed correctly.
  • Coordinate and communicate the details of every vehicle with each customer prior to delivery.
  • Analyze service lapses that impact customer experience and work with supervisor to ameliorate.
  • Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines.
  • Meet requirements of state and federal law for automobile repair and consumer protection.
  • Lead continuous improvement activities as needed.
  • Read and comprehend instructions and follow established procedures.
  • Communicate best practices, problem resolution, and performance data to Supervisor and boundary partners as needed.
  • Maintain a high-quality relationship with all departments within the organization.
  • Support and participate in initial Launch activities for setting up SC locations and model change activities.
Requirements
  • HS Diploma or GED preferred.
  • 2-3 years' experience in a customer-facing role or similar in the Automotive industry (Automotive experience preferred but not required).
  • Very strong communication skills.
  • Remains flexible and responsive to changing conditions.
  • Exhibits patience, empathy, attention to detail, and a passion for problem-solving.
  • Organizational and time management skills.
  • Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment.
  • Strong written and verbal communication skills with an ability to translate customer needs.
  • Basic mathematics skills to prepare and transact estimates and payments.
  • Physical exertion may be required to perform occupational tasks.
  • Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners.
  • Ability to see, read, and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions, or schematics.
  • Minimum age of 21.
  • Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need.
  • No driving-related suspensions or revocation of Driver License (within a 3-5 year period).
Pay Disclosure

Salary Range/Hourly Rate for California-Based Applicants: $30.75 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).

Benefits Summary

Rivian provides robust medical/Rx, dental, and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.

Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information, or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.